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PRObLEmS
POSSIbLE CAUSES
No Dial tone
Loose power connection or
faulty IAD
Loose phone connection to the
IAD or wrong phone (port on the
IAD is used
Loose phone connection to the
phone set
Loose Ethernet (RJ-45)
connection to the WAN port of
the IAD or wrong Ethernet port
on the IAD used
Loose Ethernet (RJ-45)
connection to the Ethernet
port of the broadband modem
CPE (either cable or ADSL)
Wrong installation process
IAD not connected to StarHub
Digital Voice Global network
(Note: Please confirm that you
have internet connection prior to
performing this troubleshooting
step by checking whether you
can send/receive data using
your computer.
For latest update on troubleshooting guide, visit http://www.starhub.com .
SUGGESTED ACTIONS
Check that the IAD is powered on and in
operation mode (the LED on the IAD Front
Panel should display a solid green colour light
if the IAD is powered on successfully).
Check that the telephone cable is connected
securely to the correct phone port; ie PHONE
1 at the rear of the IAD. If you have only ONE
telephone line, it should usually be connected
to PHONE 1, unless StarHub has advised you
otherwise.
Check that the telephone cable is connected
securely to your standard telephone set or
cordless telephone set.
Check that the end of the Ethernet cable is
connected securely to the WAN port on the
IAD
Check that the other end of the Ethernet
cable is connected securely to Ethernet LAN
port of the broadband modem CPE (either
cable or ADSL)
Refer to "Setting Up your Digital Voice Global
Connection" installation guide
Power off and then on the IAD. If it still do not
work, power off and then on the modem and
router (if applicable) followed by power off and
on the IAD again. Please ensure you follow the
power up/down procedures for your modems/
routers. Please also refer to your equipment
vendors if unsure.
Note: When the IAD is powered on for the first time, you
may have to wait for up to 5 minutes before it completes
the start up sequence and acquires a dial tone.
Troubleshooting
15
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